Head Of Customer Service

MMP Consultancy are working with a fantastic organisation to recruit a Head of Customer Service on a temporary contract in West London.

Responsibilities:

• Provide senior leadership to the Customer Services and Customer Insight teams and line manage the Customer Liaison and Customer Insight managers.
• Regularly liaise with senior managers across the council to ensure the Customer Services and Customer Insight teams are delivering for its internal customers as well as external ones.
• Lead on the development of a comprehensive customer insight framework using both existing data and new data sources to understand the needs and wants of customers.
• Develop a comprehensive performance management framework for the customer service and insight teams.
• Be the senior lead for all research projects commissioned by operational teams in the housing department to make sure there are clear outcomes for customers.
• Own the department's customer insight communication plan to ensure customer insight is communicated regularly and effectively to the rest of the department.
• Set targets and develop annual service plans for the customer services and customer insight teams to ensure corporate objectives are met.
• Work with the team managers to produce development plans for each service to ensure staff have the training and tools needed to deliver the service.
• Provide information on customer services and customer insight to the senior management team, councillor's and customers in an accessible and actionable format and provide briefings as needed.
• Motivate your teams by recognising good performance and sharing best practice.
• Attend meetings with residents', councillor's, internal colleagues, and external stakeholders to represent the council as a senior manager.